PCTG Consumer Complaint Report Record ID#: 1238539819

Pa Department of Insurance: On March 27, 2009 we sent State Farm Insurance Company a request to inspect additional parts and damages to our customer's 2005 Honda Odyssey, which had sustained serious damages to its left side rear quarter panel and rear body panel. This vehicle had been under repairs since Feb 9, 2009 and we had hoped to finalize our repair process with the insurance company and provide them with our final bill. On March 30, 2009 State Farm contacted us to advise they would be sending an appraiser out on Tuesday, March 31, 2009. At 12:35 pm a Mr. James Guthrie entered our business and advised he was there to inspect our customer's vehicle. Our office manager asked if Mr. Guthrie had called to make an appointment? Mr. Guthrie advised the EC (estimator coordinator) had called the day before to set-up his visit. Our office manager agreed that she spoke with the EC however she advised there was no appointment established and that Mr. Guthrie should have contacted us that morning for an appointment. Mr. Guthrie said no he is not required by State Farm's guidelines to contact a repair facility for an appointment. In Mr. Guthrie's words, he claimed that due to our facility being a business he is not required to make an appointment and can inspect a vehicle anytime during our business hours. He advised he would have to turn the claim back to his EC and return at a later date. Unfortunately, I was not available when Mr. Guthrie visited our facility. If he had made a designated appointment I could have arranged my day to meet with him and go over our final bill. Mr. Guthrie is acting in an unprofessional manner expecting our business to cater to his schedule. Proper business protocol is to call prior to visiting one's repair facility and make an appointment. All other physical damage appraisers call ahead to make an appointment and designate a particular time they will be at our facility. Mr. Guthrie and State Farm Insurance Company are being unreasonable and difficult to deal with by expecting collision repair facilities to accommodate the insurance company's schedule and allowing them access whenever the appraiser wanders in. For insurance purposes and safety reasons our facility has established rules and guidelines that we expect insurance company personnel to follow. State Farm is again utilizing their market power to push around small businesses and conduct business in an unprofessional manner, which is non-compliant to the law and regulations adopted by the Commonwealth of Pennsylvania. Please investigate our complaint and require State Farm Insurance Company to modify their behavior when visiting collision repair facilities. Thank You, Stephen Behrndt #276003